Delivering Outstanding Customer Service

Presented by Kristina Spalding

Every effort, every time, for every person.

Objective 1- Understanding Customer Service

Basics of outstanding customer service.

What is Outstanding Customer Service? Customer Service is understanding

your customers (students, faculty, staff and community) and interacting in a positive and professional manner.

Customer service is Service, Service, Service with NO excuses.

Customer Service is measured by the level of personal caring that the provider gives to the customer.

What does a customer Expect?InformationCourtesyRespect Professional Behavior

As Chaffey employees, we touch thousands of people each year. Each contact is an opportunity to make each

life we touch a little better each day. When we make people happy, they tend to pay it forward. Through the

phenomenon psychologists call the “emotional contagion”, we can be carriers of an epidemic of

kindness. We can be weapons of mass construction.

Objective 2- Body Language Body language and your

customer

Tell them what you CAN do, not what you CAN’T do.

Body Language

Gauge how close you stand to others Watch your head position Look into the customers eyes See if the customer is mirroring you Watch your arms Be aware of sending nervous

vibes

Objective 3- How to Communicate Encourage open and positive

communication

The Do’s and Don’ts of Outstanding Customer Service

Language is used to establish a rapport.

Don’t use “But….”

“I hear what you’re saying,but….”“You completed this section right, but….”

Words to LoseYou should have dropped the class before the refund deadline date.You should have read the schedule of classes.It is not our responsibility to call students and tell them all of the deadlines.

WHAT ARE SOME WORDS OR PHRASES WE CAN USE??????

Phrases not to Use in

We’re busy Only some people do that….. Come back later That’s not my job I am behind, so….. There’s no one else you can talk to We don’t do that She’s on vacation

Open and Positive Communication- Diverse Communication

There are a number of skills and guidelines that can be suggested for communicating successfully with people from different cultures.

Set your assumptions and values aside Withhold judgment Be complete and explicit Pay attention to the other person’s

response

Diverse Communication Con’t…..

Paraphrase Ask for verification Be alert for different meanings When you are having trouble

communicating, talk about the trouble you are having.

Objective 4- Difficult Customers Dealing with angry customers and

customer complaints

How to Identify and Help Difficult Customers

The Jerk The Foul Mouth

The Whiner The Hysteric

The Big Shot

REAL LIFE SCENARIOS

Think about real life scenarios and give examples of a good reaction and a very bad one.

When Safety Becomes an Issue

What is the Process when a difficult student turns into a dangerous student?

• Gauge body language and tone of voice- If the student begins to yell, becomes irate or over powering, immediately get the coordinator, administrator or director.

• Don’t allow yourself to be harassed, ridiculed or put down. If the student isn’t showing respect ask them to take a seat and get someone else to help them.

• The Panic Button or calling campus police is used when you feel your safety, or someone else's, is in jeopardy.

• Never challenge or threaten a student ex: “Be quiet or I’m going to call campus police”.

• If the student is speaking to you over the phone, try to get some of their information and then say “I cannot continue this conversation while you are yelling and cursing at me. I am going to hang up.” Then hang up.

• All incidents should be reported to Cecilia (or Patricia), so they can follow up with Karen if necessary.

How do you deal with someone who’s angry, upset or critical?Listen

Empathize

Apologize

Do Something

Dealing with Difficult People

LISTEN*Listen to the question or concern

*Ask further questions if needed

*Be calm

Dealing with difficult people

EMPATHIZEAcknowledge and agree “If I understand what you’ve said,

you’re concerned that…..”Acknowledge that they may have a situation and agree that is can be a concern.

Remain Calm!!!!!

Dealing with Difficult People

APOLOGIZEGive them the benefit of the doubt “I’m sorry I wasn’t able to return

your call yesterday….”Or if there’s miscommunication

“I’m sorry, maybe I didn’t explain that very clearly….”

Always remain calm!

Dealing With Difficult People

Do Something-offer clear follow-up- explain why it is this way- offer alternative options

“I would be happy to mail you a class schedule to show you that policy…..”

“ In the future if you have any questions regarding this policy you can call me directly at…..”

Calm, Calm, Calm

Objective 5- Telephone Techniques Telephone techniques

Telephone Techniques

Identify yourself immediatelyEliminate all distractionsListen Carefully

Listening Tips:L         let others speakI          intend to "hear" what they are sayingS         speak when it is your turnT         talk with them, not at themE         enthusiastically respond when appropriateN         never speak when someone else is talking

Your VoiceHow you use your voice is more critical over thePhone because the person is not able to "connect“with you visually. You have to project your wholePersonality through your voice.

Success Is a Journey – Not a Destination

Integrity is the single most important ingredient to successTruth, purpose, responsibility,

and trustAlways do what you say you will

doGive your best at all times

QUESTIONS & ANSWERS